Outreach

About the Team

The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience.

The Role

As the Sr. Manager, Technical Account Management you will lead and empower a team of Technical Account Managers (TAMs) that serve as strategic technical advisors to our top-tier customers, ensuring they realize maximum value through the Outreach platform. As a key member of the support leadership team, you will define a strategy that enhances the TAM value proposition, increases awareness and accelerates adoption of the offering. You will also be responsible for ensuring your team delivers proactive technical engagements, cultivates deep customer relationships, and advocates on behalf of customers to enhance the customer experience and retain our top customers.

Location

We prefer that this individual be based near one of our main office sites (Seattle or Atlanta) and have a regular presence in the office.

• Own, refine, expand and drive the TAM strategy to grow adoption of the offering and deliver unparalleled customer value.
• Influence product roadmaps and accelerate resolution of key challenges by advocating for the technical needs of strategic customers.
• Influence customer retention of our largest enterprise customers through proactive technical engagement and value realization.
• Partner with the GTM Team to more deeply integrate with the account team (AEs, CMSs, PS), drive awareness and understanding of the offering, and accelerate sales and adoption with customers.
• Establish OKRs and KPIs for the team and execute rigorously against the strategy to meet objectives and deliver excellent customer value.
• Nurture a connected, motivated and performance driven TAM team that understands their mission and the importance of their work.
• Attract and retain a high-performance team by building a strong culture that fosters trust, collaboration, fun and achievement of long-term career goals.
• 7+ years of experience in support or account management roles with 3+ years in management or leadership for a fast-paced, SaaS software company.
• Strong understanding of SaaS platforms, enterprise software, and complex technical architectures.
• A track record of setting high standards and meeting and exceeding objectives.
• Strong analytical skills and the ability to leverage data to identify trends, measure impact, and influence decision-making.
• A relationship builder with strong executive presence and the ability to form lasting relationships with internal and external senior leaders.
• Proven ability to develop and execute technical customer account strategies for large enterprises.
• Experienced in building balanced scorecards and operational dashboards that surface the most important KPIs for regular review and management.
• A proven leader in guiding teams through extensive change management in order to effectively implement new processes, and drive cultural shifts while keeping teams aligned, motivated, and focused on the end goal.
• Proven experience developing a global team, with exceptional leadership, coaching, and mentoring skills.
• Deep understanding of account management and technical support best practices.
• A relentless customer advocate with a bias towards action.